> ## Documentation Index
> Fetch the complete documentation index at: https://docs.z360.biz/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions

## Creating Tickets

**1. What are tickets used for in Z360?**\
Tickets are used to track:

* Customer issues
* Requests
* Tasks requiring follow-up
* Action items coming from conversations

They ensure nothing gets lost and every issue has clear ownership.

**2. How can I create a ticket in Z360?**\
You can create tickets in three ways:

* Manually from the **Add Ticket** button
* Directly from the **Inbox conversation**
* **Automatically via AI**, based on conversation context

**3. Do I need to select a communication channel when creating a ticket?**\
Yes. Tickets are associated with a channel:

* **Email**
* **SMS**

This determines how follow-ups and replies are handled.

**4. What happens if I don’t assign a ticket to anyone?**\
If no assignee is selected:

* The ticket is automatically assigned based on **default assignees** configured in the **ticket type**

This prevents tickets from remaining unassigned.

**5. What information is required to create a ticket?**\
Minimum recommended fields:

* Ticket title
* Status
* Priority
* Ticket type

Descriptions and assignees improve clarity but aren’t always mandatory.

## Creating Tickets from Inbox

**6. Why should I create tickets from Inbox?**\
Creating tickets from Inbox:

* Automatically links the ticket to the conversation
* Preserves full context (messages, calls, notes)
* Makes follow-ups easier and clearer

**7. Can I create tickets from any conversation type?**\
Yes. You can create tickets from:

* Email conversations
* SMS conversations
* Phone call conversations

## AI-Generated Tickets

**8. How does AI automatically create tickets?**\
AI continuously analyzes conversation content.\
If it detects:

* An issue
* A request
* A follow-up requirement

It automatically creates a ticket and links it to the conversation.

**9. What can AI set automatically on a ticket?**\
AI can automatically set:

* Ticket title
* Ticket description
* Ticket type
* Priority
* Assignee (based on rules and availability)

**10. Can I edit AI-created tickets?**\
Yes. AI-created tickets behave exactly like manual tickets and can be edited anytime.

## Viewing & Editing Tickets

**11. What details can I see inside a ticket?**\
Each ticket shows:

* Title & description
* Status
* Priority
* Type
* Assignee
* Linked conversations

**12. Can I edit a ticket after creation?**\
Yes. You can update:

* Title
* Description
* Status
* Priority
* Type
* Assignee

Just click **Edit → Update Ticket**.

## Deleting Tickets

**13. Can tickets be deleted?**\
Yes, but deletion is **permanent** and cannot be undone.

## Kanban & List Views

**14. What is Kanban view used for?**\
Kanban view helps you:

* Visualize tickets by status
* Track progress easily
* Identify stuck tickets

**15. When should I use List view?**\
List view is best for:

* Quick scanning
* Sorting
* Searching
* Managing large volumes of tickets

## Filtering, Sorting & Searching Tickets

**16. What filters are available for tickets?**\
You can filter tickets by:

* Assignee
* Status
* Other configured attributes

**17. How can I search for tickets?**\
Use the search bar to search by:

* Ticket title
* Keywords in ticket details

## Ticket Settings (Priorities, Statuses, Types)

**18. What are ticket priorities used for?**\
Priorities define urgency and help teams decide what to handle first.

**19. Can I customize priorities?**\
Yes. You can:

* Add new priorities
* Set colors
* Choose a default priority
* Edit or delete existing ones

**20. Why is status order important?**\
Status order defines how tickets progress through your workflow and affects Kanban layout.

**21. Can I add custom statuses?**\
Yes. You can create, reorder, and delete statuses to match your workflow.

**22. What are ticket types used for?**\
Ticket types help:

* Categorize tickets
* Explain the purpose of each ticket category
* Assign default assignees
* Route tickets automatically

**23. Can ticket types auto-assign tickets?**\
Yes. Each ticket type can have default assignees.

**24. Can ticket types have descriptions?**\
Yes. Add descriptions to document when each type should be used. This helps teammates choose the right type and gives AI better context when creating or categorizing tickets.

**25. What kind of icon can I use for a ticket type?**\
Use one valid emoji icon. Words, aliases, multiple emoji, and unsupported symbols are rejected so ticket types stay consistent in lists, cards, and settings screens.